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Secure Access Support and Services Group

The Secure Access Support and Services Group is made up of the Technical Support and Customer Service teams:

  • The Technical Support team handles all support issues for Secure Access products.
  • The Customer Service team handles all administrative functions for Secure Access customers, which includes issues with licensing, Customer Portal access, and account information. If you have any questions outside of product issues, this is the place to start.

Maintenance Support
Secure Access Maintenance Support customers are given an unpublished phone number when they purchase Absolute Secure Access products. If you have that number, it is the only one you need to use. If you lose the support phone number, please call our Customer Service team.

Note: All urgent issues must be reported by phone. To receive the fastest service, call the toll free number in your area.

Secure Access Support and Service Hours

  • Customer Service: 8:00 am to 5:00 pm Pacific Standard Time, Monday – Friday. 
  • Support: 4:00 pm Sunday to 5:00 pm Friday Pacific Standard Time. 
  • Support (Critical Incident): 7 days a week, 24 hours a day, 365 days a year. Calls automatically forward to our on-call service outside of business hours and holidays.

Secure Access Support Plans Service Levels and Severity Levels
To better understand our support plans, service levels and case severity levels, see the following:

Absolute Security offers two distinct Support Plans for Secure Access enterprise customers: Maintenance Support and Elite Support.

Elite Support Plan

Get the maximum business value from Absolute products with our Elite Support Service. An Enterprise Support Engineer will help you optimize your environment from a bottom-line perspective, provide access to value-added services from Absolute, and serve as your personal contact and escalation liaison for all your support issues.

Maintenance Support Plan

Staying current on your Absolute Secure Access support agreement is highly recommended to help you maximize the return on your mobile investment. Absolute offers a wide range of support including live technical support (24x7x365), an online knowledge base, self-service customer portal, and customized technical support to help you increase operational efficiencies.

In addition to 24×7 phone support for critical issues, the Web-based support includes access to a comprehensive library of technical notes, white papers and other resources and online support requests.

Service Level Agreement:
For more information on the definition of severity levels and response times, please view our Technical Support Service Level Agreement (SLA).

Support Plan Comparison

Technical Support Maintenance Elite
Phone, Email & Web-based Support: 5am to 5pm PT, Mon-Fri (Except Business Holidays) x x
Access to Technical Notes & White Papers x x
Guaranteed Response Times (Based on Severity Level) x x
Dedicated Enterprise Support Engineer   x
After-Hours Support   x
Yearly On-Site Visit   x
Product Support Maintenance Elite
Discounts on Upgrades, Additional Licenses & New Products x x
Upgrades to Minor Releases & Maintenance Releases x x
Upgrades to Major Releases* x x

* Product upgrades associated with the Maintenance Support and Elite Support offering do not include separately licensable components, unless those components have been purchased along with Premium Support.

Get the maximum business value from Absolute Security with our Elite Support Service. An Enterprise Support Engineer will help you optimize your environment from a bottom-line perspective, provide access to value-added services from Absolute, and serve as your personal contact and escalation liaison for all your support issues.

Maintenance Support Plan

Staying current on your Absolute support agreement is highly recommended to help you maximize the return on your mobile investment. Absolute offers a wide range of support including live technical support (24x7x365), an online knowledge base, self-service customer portal, and customized technical support to help you increase operational efficiencies.

In addition to 24×7 phone support for critical issues, the Web-based support includes access to a comprehensive library of technical notes, white papers and other resources and online support requests.

Service Level Agreement:
For more information on the definition of severity levels and response times, please view our Technical Support Service Level Agreement (SLA).

Support Plan Comparison

Technical Support Maintenance Elite
Phone, Email & Web-based Support: 5am to 5pm PT, Mon-Fri (Except Business Holidays) x x
Access to Technical Notes & White Papers x x
Guaranteed Response Times (Based on Severity Level) x x
Dedicated Enterprise Support Engineer   x
After-Hours Support   x
Yearly On-Site Visit   x
Product Support Maintenance Elite
Discounts on Upgrades, Additional Licenses & New Products x x
Upgrades to Minor Releases & Maintenance Releases x x
Upgrades to Major Releases* x x

* Product upgrades associated with Elite Support offering do not include separately licensable components, unless those components have been purchased along with Elite Support.

Summary

When obtaining support from Absolute Technical Support you will get your best response by calling our Technical Support phone line.  Email and or web submissions will be responded to within 4 business hours, during normal business hours.  Below is a detailed explanation of our definitions and service levels regarding support. 

Customer Purchased Maintenance Support

Telephone assistance for the products will be available twenty four hours per day seven days per week (24/7), including holidays for Fault Classes of Severity level 1 or 2. Absolute uses voicemail as a backup when technical support representatives are assisting other customers or are not available by phone. Absolute will make reasonable efforts to respond to voicemails left during business hours within one (1) business hours after receipt of the voicemail message.

Note: Email or Web submissions will be responded to by next business day and are not meant for reporting Severity 1 or 2 issues.

Maintenance Support – Terms of Support

Incidents eligible for after-hours support are defined as being and must be submitted by phone for SLA response time purposes:

Severity 1 (Critical Impact) Operations Down:

A problem that renders Licensee’s systems completely inoperative, results in data loss or results in a major security breach. No workaround exists.

Severity 2 (Significant Impact) Operations Severely Impaired:

A problem that significantly impairs systems or results in a minor security breach, workarounds exist but are either difficult to implement or do not prevent the problem and must be implemented after each instance the problem occurs.

Service Level Agreement (SLA) Fault Management Procedures

For Customers with Maintenance, Absolute provides its fault management assistance during normal business hours, excluding holidays.

Maintenance Support

Absolute further provides its fault management assistance twenty-four hours per day 7 days per week (24/7), including holidays, for Fault Classes of Severity level 1 or 2. Fault management procedures for Maintenance are currently defined below.

Severity 1

Procedures: Initial assignment and response immediately with status report to Customer no later than one (1) hour. Commencement of work on resolution immediately, with workaround delivered as soon as reasonably available.

Severity 2

Procedures: Initial assignment and response within one (1) hour with status report to customer within four (4) hours. Commencement of work on resolution within four (4) hours, with workarounds delivered as soon as reasonably available.

Severity 3

Procedures: Initial assignment of recourses within eight (8) hours with status report to customer within twenty-four (24) hours. Fixes delivered with the next Update after resolution.

Severity 4

Procedures: Initial assignment within thirty (30) business days. Resolution is subject to the terms of a separate agreement.

Severity Definitions

Severity 1

The Licensed Software causes disruption or loss of Customer or End User’s tools or services of a critical nature and there is no workaround. The fault prohibits operation of a function or service and is directly related to Licensed Software.

Severity 2

Profile: Licensed Software operating negatively and materially affects the performance of Customer or End User’s tools or services as a result of the use of the Licensed Software and there is no permanent workaround.

Severity 3

Profile: The Licensed Software contains a non-critical, limited fault. Customer or End Users are able to function and there is a work around available.

Severity 4

Profile: A report which does not encompass a fault but which instead requests new or improved functionality in the Licensed Software. Service Level Agreements (SLA).

Other Resources for Support

There are several ways to access Support and Services for Absolute products:

Support Online

Email Support
Technical Support: [email protected]
Customer Service: [email protected]

How to Purchase or Renew Maintenance

The first year of maintenance is required on all Absolute Secure Access purchases. After the first year, maintenance is optional. Renewal fees are based on current licensing prices for Secure Access, Insights for Network, and applicable modules.

Absolute offers Maintenance Support for Secure Access products:

  • Maintenance is available at 25 percent of the total published licensing fee. For a 12 month period, service includes enhanced support levels, major version upgrades, and other benefits outlined below (including Secure Access modules).

Customers with a Maintenance Plan receive support for their product at a level defined by the type of plan they purchased, the Service Levels and Severity Definitions and the Product Lifecycle and Supported Operating Systems. Click here for more information on support plans.

For information about purchasing a Maintenance Plan, contact your sales representative.

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